Client Care Co-Ordinator

Job Description

Are you an animal lover? Do you want to help us help pets in need? Are you passionate about customer service, problem-solving, and working in a dynamic, supportive team? Do you love engaging with clients over the phone and helping them find solutions? If so, we’d love for you to join our dedicated veterinary clinic as a Client Care Coordinator, where the role is largely focused on telephony work.

About the Role:

This position is primarily focused on handling inbound client communication via phone, as well as emails, voicemails, and WhatsApp messages. As a computer-based telephony role, your main responsibility will be calling clients back to:

• Book appointments
• Answer client queries with the support of our veterinary team
• Troubleshoot and assist with general inquiries
• Direct calls to the relevant team members
  
  
  

You’ll be the first point of contact, and your calm and compassionate manner will ensure that clients receive the best care and service, offering reassurance and helpful information to keep our patients healthy and happy.

Supportive Team Environment:

We foster a collaborative and supportive workplace where each team member is valued and empowered to succeed. From day one, you’ll benefit from comprehensive one-on-one training and ongoing mentorship designed to help you thrive in your role. We pride ourselves on maintaining a respectful, team-oriented environment, where everyone works closely together to deliver exceptional care to our clients and their pets. If you’re seeking a professional setting that combines dedication, support, and the spirit of teamwork, you’ll find a welcoming home with us.

Key Responsibilities:

• Handle and manage inbound communications from clients
• Provide exceptional customer service by addressing concerns, offering information, and booking appointments
• Collaborate with the veterinary and administrative teams to ensure a seamless client experience
• Field queries to the appropriate team members when needed
• Maintain accurate records and adhere to protocols
  
  
  

What We’re Looking For:

We are seeking candidates who:

• Love working with clients, especially over the phone
• Have a passion for delivering a helpful, compassionate, and problem-solving service
• Are highly organized and have attention to detail
• Can work proactively and think on their feet
• Thrive in a telephony-based role
• Are comfortable with computer-based work and multi-channel communication (emails, voicemails, WhatsApp)
• Can offer flexibility on our rota and holiday cover throughout the year is essential
  
  
  

Working Hours & Salary:

• Full-time and part time options available: 25 - 40 hours per week (full days are available as well as part days both am and pm shifts)
• Rolling 3-week rota, including 1 in 3 weekends (we are open 7 days a week)
• Clinic hours are Monday-Friday: 8:30 AM – 7:00 PM, Saturday: 9:00 AM – 6:00 PM, and Sunday: 10:00 AM – 4:00 PM
• Weekend work involves a mix of telephony responsibilities and client-facing duties, providing in-person assistance to clients visiting the clinic
• Salary: £12.00 per hour
  
  
  

What We Offer:

In return, we provide a supportive and friendly working environment, along with career development opportunities and great benefits, including:

• A pension scheme
• 20% discount at The Vet Group, Pets at Home, and The Groom Room (as part of the Pets at Home Group)
• 24/7 access to a range of discounts and cashback offers at various retail stores including entertainment, eating out, travel and more
• CPD courses through the Vets4Pets Learning Academy for those who progress well and demonstrate passion and dedication to the role
• Additional surgery-based benefits, which we will share upon application
• Holiday increase after 2 years service
• Free access to wellbeing platforms
• Protection for you and your family, with company-funded death-in-service benefit
  
  
  

Why Join Us?

You will be joining a passionate veterinary team dedicated to the well-being of our patients. We value honesty, transparency, high standards, attention to detail, proactive thinking, and loyalty. If you’re driven by the desire to help others and are committed to making a difference in client care, we want to hear from you.

If you are interested please send us a cover letter and your CV to Kasia.dowhanreid@vets4pets.com. We look forward to hearing from you!

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!